Making the most complaints - Adelaide - 23 October 2017

Overview

This one day workshop is has been revised and broadened to meet the needs of staff working in home care, as well as residential care.

This one-day workshop is developed by us and is facilitated by Steve Aivaliotis, expert mediator and director of Proactive Complaints Management.

At the core of complaints resolution is an effective complaints management system. The aim of this one day workshop is to equip you with the knowledge and skills to develop and implement a robust, quality focused and locally orientated complaints management system.

The workshop is designed for those who have responsibility for implementing and managing a complaints system and is relevant for staff working in a home care or residential aged care context.

After this one-day workshop, you will be able to:

assess how your complaints management systems measures up with the Australian/New Zealand Guidelines for complaint management in organisations AS/NZS 10002:2014 and identify any gaps.

better integrate complaints with the quality system to make improvements.

develop a simple implementation plan to build an effective complaints management system

understand the key changes to the regulations regarding the aged care complaints scheme.

discuss the key success factors in complaints management and some of the pitfalls to avoid.

Presentations, discussion and activities throughout the day will focus on showing how effective complaints management can improve customer satisfaction and lead to organisational improvement.

Target Audience

This workshop has been developed for quality improvement leaders, including: